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Frank Online Marketing Show

Tema Frank

Customer Experience is the new business battlefield in our social media & online marketing era. Digital marketing & business strategy expert, Tema Frank interviews leaders of companies winning through great customer service. She also talks to pros in related fields like human resources (HR), process design, usability & marketing. Tema’s book, PeopleShock: The Path to Profits When Customers Rule, was a finalist for the Best Book Award in 2016 in the Business category. Check out the blog at http://frankreactions.com and/or connect with Tema on Twitter @temafrank.



Tema (rhymes with Emma) put up her first website in 1995 and launched her first web business (Web Mystery Shoppers Inc.) in 2001, to help financial institutions, retailers, travel companies and governments improve their web-related customer experiences. She now speaks internationally, and helps organizations find the right balance between technology and people.

Archived from iTunes at https://itunes.apple.com/us/podcast/frank-online-marketing-show/id571807800. Items in this collection are restricted.

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Frank Online Marketing Show
Oct 11, 2017 Tema Frank
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Stop Thinking of Your Call Center as a Cost Center   Today’s podcast guest, Blake Morgan, started as a conference organizer in the call center world, so it’s hardly surprising that her views on customer experience dig into the call center.   But, as she stresses in our interview and in her new book, More is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences, there’s a lot more to delivering great customer experiences than having...
Frank Online Marketing Show
Jul 26, 2017 Tema Frank
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How Can Anything Be More Important Than Customers? http://media.blubrry.com/frankreactions/content.blubrry.com/frankreactions/106_Jeff_Polovick_Driving_Force_final.mp3 Hey, I’m all about customer focus and delivering consistently great customer experience. The whole point of the blog and podcast is to help you do that.   But according to today’s Frank Reactions podcast guest, Jeff Polovick, founder of the Driving Force, there’s a crucial step that comes before it: creating consistently...
Frank Online Marketing Show
Mar 21, 2017 Tema Frank
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AKA, The Meat Lovers Marketing Research Episode When Barry Davis, AVP of marketing research firm, Leger, started chewing on what consumers had told his firm motivated their decisions when buying meat, he found the results tough to swallow. Get your FREE Transcript Now! You see, consumers were saying they wanted choice in cuts and quantities, and yet their actual behaviour showed the bulk of them flocking to Costco to buy meat. If you’ve ever shopped at Costco, you know that it doesn’t give...
These days even product manufacturers are realizing that they need more of a service orientation if they are to succeed; more of a people focus. Lexmark, a provider of printing and imaging products, software and services with a worldwide staff of about 12,000, is making that shift. Get your FREE Transcript Now! In today’s podcast episode, Phil Wright, Lexmark’s Director of Global Customer Experience and Enterprise Excellence, discusses how they are approaching it and what some of the...
Frank Online Marketing Show
Nov 17, 2015 Tema Frank
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Personalization: More Than a Trendy Word? When I was a little girl, my Mom told me, “We don’t ask personal questions.” I’d already embarrassed her enough by asking in my little high pitched toddler voice whether her hairdresser was a man or a woman. Get your FREE Transcript Now! But today’s guest, Ernan Roman, says that we must ask personal questions in order to offer the level of personalization that customers want.  How Do You Ask Personal Questions Without Irritating Customers?...
Frank Online Marketing Show
Sep 26, 2014 Tema Frank
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It’s the Jewish New Year, and although I never quite understood why the Day of Atonement comes after the New Year’s celebration rather than before it, one thing that always did make sense to me was that the fall is a time of new beginnings. I guess that’s the academic in me, excited about what I’ll learn and who I’ll meet at school this year. (Even though it’s been ages since I’ve gone back to school in the fall.) So it seemed appropriate to start the new year with a...
Frank Online Marketing Show
Sep 12, 2014 Tema Frank
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To survive in the digital era, most businesses need to change. But leading and managing change, especially in big companies, is hard.  Some 70% of change management efforts fail. In a recent article series, Vik Maraj and Kevin Gangel, of Unstoppable Conversations, argue that change management is dead. If it is, then how the heck are businesses supposed to cope with all the changes being thrust upon them? In today’s podcast Vik and I discuss (and sometimes debate) what he sees as the failings...
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How the World Domination Summit Helped Me Set Priorities This is my first podcast since my road trip to the World Domination Summit in Portland last month. I thought I’d come back bursting with interviews to air on the podcast, but it didn’t quite work out that way. In this podcast, my most personal one ever, I talk about how losing a phone helped me set priorities for the coming year. I’ve always struggled with priorities. You see, I’m interested in so may things! And, like most...
Frank Online Marketing Show
Jun 27, 2014 Tema Frank
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There are thousands of companies selling t-shirts online. I know this because I actually looked into doing it myself, as a social business model. I decided not to, but Bay Yess, founder of Tagged Threads, went for it, and is now selling t-shirts online for $50! Why Would Someone Buy a $50 T-Shirt? Actually, my 21 year old son probably would. But he’s not alone. And Bay knows where to find folks like him. She has also found a wonderful way to bring street art to a broader audience. 1. Premium...
Frank Online Marketing Show
Jun 20, 2014 Tema Frank
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Today’s guest, Katrina German, co-founder of Saskatoon-based start-up, OneStory, always loved the idea of using video to capture and save people’s stories. But she was frustrated by the time involved in video editing, especially if you were trying to put together video clips from many people. So she and her business partner, Dale Zak, created an application that makes it easier. It lets you pose questions to your audience (or whoever you want) and they can easily record and upload a video...
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I’ve got two recent interviews for you in today’s podcast: * Diana Lucaci, founder of True Impact Marketing, who spoke at the recent Marketing Research & Intelligence Association (MRIA) national conference in Saskatoon. She applies her expertise in neuroscience to business problems, and we discuss ways to get attention and improve a prospect’s memory of your marketing. * Jeff Barto, Trust Strategist at Symantec, who I interviewed at the eTail Canada conference a few weeks back. We...
Frank Online Marketing Show
Jun 9, 2014 Tema Frank
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I’m in Saskatoon at the Marketing Research & Intelligence Association (MRIA) National Conference. I’ll be posting a few interviews from the conference. Briana Brownell, of Insightrix Research Inc., gave a talk about lessons learned in trying to use gamification in market research. Have a listen! Key Learning: * Don’t stray tooooo far into the gamification or people won’t get the point. * Don’t give away the answers!
Frank Online Marketing Show
Jun 7, 2014 Tema Frank
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Amazon Has Flipped The Publishing Industry On Its Head Have you ever noticed that there are trends in what the Internet marketing gurus talk about? Not long ago Amazon publishing and building your market with Kindle e-books were all the rage. So much so that Amazon had to crack down on things like free so-called “books” that were really just thinly veiled marketing pamphlets. But it is still very possible to make money writing and selling books on Amazon, and in today’s interview...
Frank Online Marketing Show
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Last night I had the honour of attending the Edmonton YWCA Women of Distinction Awards gala with my dear friend, entrepreneurial mentor and follow small business owner, Mariana Konsolos. So I decided today would be a good day to air excerpts from an event that Mariana and I ran a few weeks ago in the meeting room at her store. Mariana was frustrated by listening to so many small business owners pretending life was wonderful, business was booming, and they were brilliant geniuses. She wanted us...
Frank Online Marketing Show
May 23, 2014 Tema Frank
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Rakesh Soni, who emigrated from India to Canada in 2006 to do a Master’s Degree in Engineering at the University of Alberta, is well on his way to becoming one of the web’s next big online success stories. Frustrated by false signups on one of the websites he had created, he realized that if people signed in using a web identity they already had, like their Facebook,Twitter or Google accounts, the information would be accurate. Social Sign-in: A Win/Win Proposition Not only would that help...
Frank Online Marketing Show
May 16, 2014 Tema Frank
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Jamie Clarke, co-founder of Calgary-based LiveOutThere.com, is an optimist. Only an optimist would create a career of being a “Professional Adventurer”, and, some would argue, only optimists throw themselves head first into selling online in Canada. Canada: A Land of eCommerce Opportunity Fortunately, Canada is a land of optimists! And Canada is a land of e-commerce opportunities! Jamie noted in today’s podcast interview that 70% of Canadians want to buy online but only 17% of...
Frank Online Marketing Show
May 9, 2014 Tema Frank
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The average Canadian woman, according to today’s interview guest, buys 12 pairs of shoes a year. I’m not a shoe fetishist, but if I didn’t have a toe injury that prevents me from wearing sexy heels, I just might join them! A little over a year ago I ran an interview titled Canada’s Answer to Zappos Shoes?. The company was a small start-up growing out of a bricks and mortar location in Vancouver. Canada: A Land of Opportunity for Online Shoe Retailers Since then another Vancouver-based...
Frank Online Marketing Show
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Once upon a time, there were warehouses. The warehouses shipped products to stores. Customers bought products at those stores and brought them home. Many years later, warehouses and stores started to merge, and turned into big-box retailers, like IKEA and Home Depot and BestBuy. People would drive to them and buy products and bring them home. Then we tried getting rid of the stores altogether, shipping directly to consumers from warehouses, à la Amazon. Now a new breed is emerging. Welcome...
Frank Online Marketing Show
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The Shopping Mall is Dead. Long Live the Online Mall! OK, so physical shopping malls aren’t quite dead yet, but it is interesting to see how the online e-commerce world is moving towards a shopping mall model. First was the granddaddy of all online shopping, Amazon. Amazon branched out beyond books years ago, and now carries just about everything. There are retailers who run their businesses entirely through Amazon, where Amazon hosts them in the same way a traditional shopping mall has...
Frank Online Marketing Show
Apr 19, 2014 Tema Frank
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Don’t Shy Away From a Call to Action When I look back on it now, I wonder how much consulting business I lost in my early days because, like so many sales people, I was afraid to put a “call to action” in front of my prospects. OK, I admit it: I’m still afraid of seeming pushy! That’s why I’ve been stalling for months on doing something I KNOW will increase my e-mail list: popping up a subscription request box when people visit my site. (Maybe by the time you read this I’ll...
Frank Online Marketing Show
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We don’t see nearly as many website usability mistakes as we used to, but there are still plenty of them out there. In today’s podcast I’ve tackled 33 common website mistakes that I still see pretty often. I list them all here, but give a bit more detail if you have time to listen to the podcast too. Don’t Do These Things On Your Website! Look / Appearance * Too Creative. Keep it simple! Follow standard patterns and layouts that people expect on websites. Things like having your main...
Frank Online Marketing Show
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Overwhelmed? In this social media, always-on, info overload world, many of us struggle just to keep our heads above water; making more money with less work seems like an impossible dream.  But according to today’s guest, Melanie Benson Strick, it is possible. How Can You Balance Workload & Money? It starts with your mindset, says Melanie. First, you have to believe that it is possible; to silence those voices in your head that say, “I’ve got to do more“, “I’m not good...
Frank Online Marketing Show
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Today we’ve got two interviews about new online store happenings, from the recent Dx3 conference in Toronto. The first is with Ben Burmaster, who has grown SnuggleBugz from a bricks and mortar retail store to one of Canada’s top online retail successes. The second is with Doug Stephens, aka the Retail Prophet. How Snuggle Bugz Became “Canada’s Baby Store” Like many small retailers, when baby store Snuggle Bugz first dipped its toe into the online world, it was too tentative to have...
Frank Online Marketing Show
Feb 28, 2014 Tema Frank
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Let’s face it: many businesses are afraid to get on social media because they are afraid of things going wrong. And they do go wrong. Sometimes even the best-intentioned Tweet will be misinterpreted and before you know it a firestorm has blown up. (A few weeks ago that happened to the Dean of the Harvard Business School. I got into a lively debate about it on the Fortune/CNN Money website. Read the comments. I got in one of my best zingers ever!) Today’s show guest, Dr. Alison Konrad,...
Frank Online Marketing Show
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I grew up in a family of academics, and I was always blown away by the brassy whiz kid entrepreneur types who could wheel and deal from the time they learned how to walk. Today’s show guest, Danny Iny, founder of Firepole Marketing and lead author of Engagement From Scratch, is one of them. He dropped out of school at 15, and bluffed his way into convincing CEOs that he had expertise they needed. Chutzpah! He might have had more guts than knowledge when he started, but now he’s one of the...
Frank Online Marketing Show
Feb 14, 2014 Tema Frank
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Prefer to read the transcript? Get the full transcript here. I sometimes struggle to get my podcast out once a week, so you can imagine how bowled over I was when I discovered John Lee Dumas, host of the wildly successful daily podcast, Entrepreneur on Fire. Not only does he get a full length interview-based podcast out every day (including weekends), he does it with enthusiasm, quality, and now generates about $170,000 per month (yes, you read that right!) from advertising and podcast-related...
Frank Online Marketing Show
Jan 24, 2014 Tema Frank
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There’s been a lot of talk lately about whether e-newsletters are dead. People are overwhelmed with too much e-mail, there’s a ton of competition for “eyeballs”, Gmail now streams newsletters off to the Promotions tab, and even the word “newsletter” can be enough to trigger the spam filters. So maybe a return to old-fashioned printed and mailed newsletters is what we need to get attention these days. Today’s guest, Jim Palmer, who calls himself the Newsletter Guru, argues that...
Frank Online Marketing Show
Jan 17, 2014 Tema Frank
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When teacher Laura Berg was pregnant she came across the idea of teaching babies sign language so they could communicate more easily before they learned to speak. She decided she’d try it with her daughter. She was also trying to figure out how she could make money while staying home with her kids. Putting the two together she started teaching other parents how to teach their babies sign language. And since many people had heard of the idea but never seen it, she did a video of a lesson with...
Frank Online Marketing Show
Jan 3, 2014 Tema Frank
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Do You Feel Overwhelmed By Social Media & Internet Marketing? James Schramko, an Internet marketer extraordinaire, and owner of SuperFast Business (among his many ventures), says in today’s podcast interview that you are far from alone. Most businesses, he says, get bogged down in the details, focusing on “tiny little tactics instead of strategy”. He talks in this podcast about some of the approaches that have helped him and his clients become “superfast” successes. (Actually, he...
Frank Online Marketing Show
Dec 20, 2013 Tema Frank
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Jeffrey Hayzlett, host of the TV show, C-Suite, speaker, author, and former Chief Marketing Officer at Kodak (he left shortly before the company died), thinks internal tension and competition can be a good thing. He compares it to exercising with bands under tension: it builds strength. Well, maybe it depends on how you define things. After all, rubber bands can break if they are under too much tension. There’s Lots of Tension in the Digital Age Any company that isn’t feeling some tension...
Frank Online Marketing Show
Dec 6, 2013 Tema Frank
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Wasted Content, Wrong Influencers & Sales/Marketing Battles What I learned at B2B & Mesh Marketing 2013 I attended two great events in Toronto a few weeks ago: the Canadian Marketing Association’s B2B conference and Mesh Marketing. Today’s podcast features mini-interviews with five of the presenters. (Six actually, because Danny Brown and Sam Fiorella presented together.) The times each presenter’s interview starts are noted so that you can skip to the ones that interest you most....
Frank Online Marketing Show
Nov 22, 2013 Tema Frank
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In last week’s show I interviewed headline writing pro, Jon Morrow, so you may think that the headline for today’s podcast is just to show Jon that I was paying attention. Wrong! Today’s interview is all about exactly what that headline says: * How can you get unstuck? * How can you start earning money even before you think you are ready? These are subjects I think about a lot, because several times in my life I’ve felt stuck, spun my wheels for far too long, and then changed...
Frank Online Marketing Show
Nov 15, 2013 Tema Frank
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One of the great things about podcasting is that sometimes you get to chat with one of your personal heros. Jon Morrow is one of mine. If you haven’t read his epic post, “How to Quit Your Job, Move to Paradise and Get Paid to Change the World,” check it out! And if you want to learn to be a great writer and profitable blogger, visit his website, BoostBlogTraffic.com, and take his course. (No, I’m not getting affiliate payments for that, but be nice and tell him I sent you, OK?) The...
Frank Online Marketing Show
Oct 11, 2013 Tema Frank
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Colin Bramm’s company, Showbie, is starting to ride what looks set to become a huge wave: Classrooms using iPads. They started designing desktop software that would make it easier for teachers and students to communicate online. But soon they realized that their early adopters were sending them a message. Listening to that message and acting on it is leading to phenomenal growth and venture funding for this Edmonton-based start-up. Listen to Your Early Adopters What was the message? Forget...
Frank Online Marketing Show
Oct 4, 2013 Tema Frank
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A recent study (Are Digital Marketers Delusional?) found that 70% of marketers surveyed believed that their CEOs were fully committed to internet and/or mobile marketing, but 32% of them have no or almost no staff devoted to digital marketing. Disconnect! In this week’s interview, Servo Annex Principal, Sulemaan Ahmed, and I chat about why CEOs are nervous about social media, and how to overcome those fears. His company focuses on teaching senior executives how to use digital media. 3 Things...
Frank Online Marketing Show
Sep 28, 2013 Tema Frank
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Are Entrepreneurs Thieves? Should You Be? Musician and creativity consultant to organizations like Cirque du Soleil, David Usher, says that artists and entrepreneurs are “thieves”. But that’s not a bad thing, he argues. The very nature of what they do is take ideas from others and use those ideas to create something new. And that’s how we move forward. Want More Creativity? Get Disciplined! “The arts is not free-flowing; it is incredibly structured,” comments this multi-talented...
Frank Online Marketing Show
Sep 22, 2013 Tema Frank
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“Process is a lot of work… It doesn’t just happen,” says Bruce Croxon, investor, entrepreneur, founder of Lavalife and current Dragon on CBC’s Dragon’s Den. But it is essential for business success. Key Process-Building Elements You need a blend of things to create and maintain successful processes. 1. Shared Vision One of the most important up-front things you need to do is create a simple, strong vision of what your company is trying to achieve, and make sure that all your staff...
Frank Online Marketing Show
Sep 16, 2013 Tema Frank
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[The audio quality is better on this video version than on the podcast, so you might prefer to watch it. You’ll find it and other videos on the Frank Online Marketing YouTube Channel.] OK, I admit it, I was a little star-struck when I had the chance recently to interview Guy Kawasaki, former Apple Chief Evangelist, author of multiple best-selling books such as The Art Of The Start and Rules For Revolutionaries, and one of the world’s most successful people when it comes to leveraging the...
Frank Online Marketing Show
Sep 7, 2013 Tema Frank
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Like so many software success stories, BlackSquare, started by developing software to solve its own problem (managing a web-based wine club), and then realized that a whole lot of other people could benefit from it too. Two years later they have clients all over the world, and are know as the “Shopify of wine sales”. (Hear my interview with Shopify here.) If you can’t compete on price… We all know that it is hard to compete on price (although eliminating layers of middlemen can work,...
Frank Online Marketing Show
Aug 23, 2013 Tema Frank
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There’s a new wave of young entrepreneurs taking over their parents’ businesses, and they are bringing with them a must-do attitude about e-commerce. Like Baseer Khudayar of Zelen Shoes (Canada’s Answer to Zappos), today’s guest, Brandon Forder of Canadian Pet Connection, didn’t think twice about opening an online store to complement their bricks ‘n mortar locations. To Brandon, it was like opening a new store, but one with much broader reach than a physical store. Why wouldn’t...
Frank Online Marketing Show
Aug 16, 2013 Tema Frank
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If you’ve been thinking of selling online and looking for a way to set up your e-commerce store, odds are you’ve come across Shopify. Shopify is the platform used by 65,000 e-commerce stores in 100 countries. But did you know that it is a Canadian company, that started almost by accident in 2006? I think it is impossible to listen to Harley and not be inspired, not come away believing that you too can build a successful business online! And now’s the time to do it, insists Harley. The...
Frank Online Marketing Show
Jul 29, 2013 Tema Frank
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Last week we heard from the Conference Board about how Canadian companies are too reluctant to export. This week we are talking about how you CAN export successfully. Exporting Is Risky, But Not Exporting May Be Even Riskier As Todd Winterhalt, Vice-President, International Business Development, of the Export Development Corporation (EDC) explains in this interview, by staying local you not only limit your growth, you miss the chance to lower the risk of being dependent on one economy. Even...
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Canadian companies like yours could become international successes, but… If you are like most Canadian businesses you are missing two key ingredients to succeed: marketing skills and the guts to take on the world, according to a new study by the Conference Board of Canada’s Centre for Business Innovation. What Marketing Knowledge Do We Need? Canada has slipped from 11th to 22nd place in the World Economic Forum’s Global Competitiveness Index, and Bruce Good and Sorin Cohn, co-authors of...
Frank Online Marketing Show
Jul 15, 2013 Tema Frank
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Today’s episode of the Frank Online Marketing Show is a little different from the usual. A few months ago I started the “Marketing Managers Mashup” here in Edmonton. The goal is for marketers in companies that only have one or a few marketing staff to get together and share ideas once a month. There were a lot of good ideas at our latest Marketing Managers Mashup, so I decided to share some of those this week instead of my usual interview format. (We’ll be back to the usual format next...
Frank Online Marketing Show
Jul 7, 2013 Tema Frank
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Gregg Oldring co-founded Industry Mailout, an e-newsletter service interviewed in Episode 6 of the Frank Online Marketing Show. Now he’s founded another company, Inkdit, which aims to revolutionize how we collect and manage e-signatures on agreements. Like those of us selling internet marketing advice, Gregg is finding that because there are so many industries that could use Inkedit’s service, it is hard to focus on a specific “niche” , which in turn makes it harder to market...
Frank Online Marketing Show
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What better way to celebrate Canada Day than with an interview with the CEO of Canada’s largest online retailer? Experience Helps You Succeed in e-Commerce What I love about Steve Matyas, CEO of Staples Canada, is his combination of bluntness and a sense of humour. In this interview, recorded the week of major flooding in Calgary, Alberta (that becomes relevant during our chat), he acknowledges that being a big business offers some advantages that small ones can’t match. For example, having...
Frank Online Marketing Show
Jun 21, 2013 Tema Frank
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I’ve used Kinesio-tape to help with my aching arms and elbows (too much time on the keyboard!) for some time now. That’s how I discovered this British Columbia (Canada) based company that sells health equipment and supplies online. My chat with Healthmed.ca CEO Axel Kroitzsch went beyond just online marketing to also discuss Canadian health policy and how new fees have killed the Canadian manufacturers of equipment like ultrasounds. Sad. His Customers Pushed For An Online Store Now that...
Frank Online Marketing Show
Jun 19, 2013 Tema Frank
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This special edition of the Frank Online Marketing Show is a recording of a presentation by Aimee Munsell, Worldwide Director of Smarter Marketing at IBM during the recent Loyalty & Big Data World Canada conference. She makes a number of interesting points, including these two often-overlooked ones: * The post-purchase experience has the most impact in the mind of your customer. That’s why they’ll be wowed by things like personalized notes sent with an item that has been ordered online....
Frank Online Marketing Show
Jun 17, 2013 Tema Frank
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I’ve had some serious “sandwich generation” time this week, as you’ll hear in the podcast, so apologies for getting this edition of the Frank Online Marketing Show out a bit late. When a loved one is in intensive care, the only metric that matters is their health. In the online marketing world, though, I think today’s interviewee, Poul (pronounced Paul) Mark, owner of Transcend Coffee, was bang on when he said: “The only metric we really care about, in all honesty, is conversions”...
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While the Big Retailers Struggle Fast Movers Can Win Big I just spent a few days in Toronto at the Retail Council of Canada’s annual Store conference, and I’m more convinced than ever that we are at a critical point in Canadian retail. Why? * The big American players, like Target and Nordstrom, are invading, and opening lots of stores with lots of money and great online experiences to match. The big Canadian retailers have good reason to be scared. They’ve never faced such tough...
Frank Online Marketing Show
May 17, 2013 Tema Frank
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Ethan Song, CEO and co-founder of Canadian online menswear retailer, Frank & Oak, may look like a fashionista, he may be catching the attention of venture capitalists and articles in places like the Wall Street Journal, but he sounds like a bit of a geek who likes nice clothes and had an even geekier friend (Hicham Ratnani) who agreed to try out a business idea with him. Together they’ve hatched an exciting new business model for men’s fashion that’s taking off. Building on the...
Frank Online Marketing Show
May 10, 2013 Tema Frank
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Thanks to some geeky friends of mine, I discovered Google when it was a baby and was blown away by how much better it was at search than the alternatives of the day. That left me with a soft spot for Google that made it especially sweet when one of its top Canadian executives, Chris Hodgson, not only agreed to be interviewed but also to serve on the Advisory Board for the Canadian eCommerce Challenge. (If you want to know what’s happening with the Challenge, sign up for our newsletter!) If...
Frank Online Marketing Show
May 3, 2013 Tema Frank
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Social media is a great way for university alumni departments to find and reconnect with former students and potential donors. A lot of what they are learning applies to other organizations too. Listen to this interview for ideas about how to connect with potential donors and a discussion of some of the challenges of running social media campaigns in large organizations, whether they are for-profit or not. I first interviewed Derek Cassoff, director of communications for McGill...
Frank Online Marketing Show
Apr 26, 2013 Tema Frank
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Interviewing entrepreneurs about their businesses is always inspiring, but sometimes it is also fun to talk ideas. Mitch Joel, CEO of marketing agency Twist Image and author of Six Pixels of Separation, is certainly a successful entrepreneur but in this interview we had a great conversation about what many companies are getting wrong in their marketing efforts in the social media era and what they should do differently. If you don’t have time to listen to the full interview, you should at...
Frank Online Marketing Show
Apr 25, 2013 Tema Frank
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Don’t have half an hour to listen to the full podcast? Above are excerpts from my interview with Mitch Joel. Click here for the full interview                
Frank Online Marketing Show
Apr 19, 2013 Tema Frank
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Sometimes when I do these interviews I really feel like a mom. Baseer Khudayar, even though he’ll soon be a parent himself, sounds like a happy, hard-working, excited kid. He’s been working in the family’s stores since he was about 13, started Zelen Shoes at 19, and is thrilled (and even sometimes a bit surprised) by how well it is doing. He and his brothers decided to launch a shoe store, and, being what Don Tapscott calls “digital natives”, it was obvious to them that there would be...
Frank Online Marketing Show
Apr 19, 2013 Tema Frank
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Janine Keogh, Vice President, Marketing Insights and Services of Mondelez International in Canada (formerly Kraft) told marketing researchers in Edmonton last week that they need to change how they see their role. Marketing insight comes from many sources in companies, including sales staff (it is amazing how often sales and marketing staff are in completely different units and never talk to each other!) and the good folks who answer your toll-free phone lines. Here’s an interview I did with...
Frank Online Marketing Show
Apr 13, 2013 Tema Frank
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Alan Smith, CEO of Oprius, and his team spent a year researching, planning and designing before launching their sales and contact management software for people doing network sales. (Network salespeople are the folks selling things like Tupperware, Avon, etc.) Since all sales people will pretend business is great, they used “the swimming pool test” to find out who the truly successful sales people were in their target industry, figuring if they could afford to own a swimming pool, they were...
Frank Online Marketing Show
Apr 5, 2013 Tema Frank
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Having spent time in New York, Joanna Track was frustrated when she came back to Canada and couldn’t buy many of the fashion items she wanted online. So she combined her experience in the magazine industry with her love of fashion and created eLuxe.com. The website is a high quality fashion magazine that sells the products it writes about. As Joanna put it, why should somebody have to figure out where to buy something they’ve just read about in a magazine? Sell it to them then and there....
Frank Online Marketing Show
Mar 29, 2013 Tema Frank
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My interview with SendToNews CEO, Greg Bobolo, almost didn’t happen because fog kept him stuck in Vancouver for two days. Not exactly a hardship, I know! This fast-growing Canadian company has massively disrupted how video from sports events is made and distributed. Their radical business model makes everyone a winner … except for sports reporters, whose jobs are disappearing. (Although he did point out that by giving them video to wrap their story around, it might actually be preserving...
Frank Online Marketing Show
Mar 22, 2013 Tema Frank
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If you are a retailer, reading Doug Stephens’ new book, Retail Revival: Reimagining Business for the New Age of Consumerism, is a bit like skydiving: terrifying yet thrilling. If you figure out how to open the parachute in time, you’ll have a wonderful journey. If not … Average Won’t Work Anymore There is hope for retailers, both large and small, but only the remarkable ones. Average just won’t do any more. And with companies like Amazon getting faster and faster at handling...
Frank Online Marketing Show
Mar 8, 2013 Tema Frank
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Speaker after speaker at this week’s Dx3 conference stressed that to succeed in marketing today you have to “think like a publisher”. The key, they all believe, is to put out a lot of good, relevant content and your prospects will come to you rather than you having to chase them. One company that is masterful at this is Hubspot. If you haven’t checked out their resources, I’d suggest you do so. They have a ton of great, free content for marketers. I caught up with their charming Chief...
Frank Online Marketing Show
Mar 1, 2013 Tema Frank
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FunctionFox got into the software-as-a-service (SAAS) marketplace early, developing a simple time tracking sheet for ad agencies, design firms and other small, creative teams. Starting early meant that they didn’t have any web-based competition when they started, but it also meant they had to overcome some initial resistance to the idea of web-based time tracking. Combining a focus on simplicity and a super team offering superior customer service, they’ve managed to grow to over 1000...
Frank Online Marketing Show
Feb 22, 2013 Tema Frank
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When I recorded this interview with Dave Phillips, founder of Ubervideo in Victoria, Canada, I was still stalling on recording my first video. As you know, I’ve now done so (you can watch it here) and I’m preparing several others. Why is Video Important for Online Marketing? * People like watching video. We are getting lazier about reading.  * Google loves YouTube videos, so it can help boost your search engine rankings * It lets potential customers feel that they know you better, which...
Frank Online Marketing Show
Feb 15, 2013 Tema Frank
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Internet Jargon The first article I sold as a freelance writer was an article demystifying marketing jargon for businesspeople. I had just finished an MBA, and it bothered me that smart entrepreneurs were being intimidated by MBAs and their jargon. (I’ll have to see if I can find a copy of that article!) The Internet has spawned a ton of jargon, and the latest terms are “Cloud Computing” and “Big Data”.  Turns out, they really aren’t that new, nor are they as scary as they sound....
Frank Online Marketing Show
Feb 8, 2013 Tema Frank
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One of the fun things about interviewing entrepreneurs is seeing how many different ways people can approach the same topic. Take gift cards. Frances Ho, of CardSwap, (click to hear my interview with CardSwap), and Leif Baradoy, of Kiind (today’s interviewee) both noticed that a lot of gift cards go unused. CardSwap looked at the problem from the recipient’s point of view: rather than having those cards do nothing in your wallet, you can trade them for cards you will use. Kiind looks at...
Frank Online Marketing Show
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Scott Pielsticker, CEO of Toronto start-up, Contact Monkey, helped solve a mystery for me in this interview. I’ve always wondered why it is so tough to sell usability testing services. There is a ton of research proving that the money you spend on usability testing is paid back many times over, because improved usability (i.e. an easier-to-use website or product) makes people much more likely to buy and recommend your products. And yet, companies are resistant to making the investment. Solve...
Frank Online Marketing Show
Jan 25, 2013 Tema Frank
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I just came back from a fabulous few days in warm(ish) Victoria, B.C., where I had the privilege of interviewing several fascinating entrepreneurs. It is soooo much easier to get good sound on a podcast when you can be in the same room as the person you are interviewing! Today’s interview is with Stephen Harris, the Chief Operating Officer of brand new startup, TicTalking. The site is a place for conversations, and the goal is to help people find others worldwide who share their interests,...
Frank Online Marketing Show
Jan 18, 2013 Tema Frank
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Jay El-Kaake, the baby-faced CEO of Sweet Tooth Rewards, of Waterloo, Ontario, may not need to shave yet, but while still a student he managed to land $2.3 million in venture capital. His company, started three years ago, now has 3,000 clients all over the world, and is about to make a major technical leap forward that will open up vast new opportunities. Key Takeaways On Loyalty Programs * Make sure you understand what your customers really want.  Points to get more of your products at no...
Frank Online Marketing Show
Jan 11, 2013 Tema Frank
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Yes, Virginia, you can sell through your own online store while also selling through retailers. But it’s a tightrope walk. In today’s episode, Lorex Technology’s Director eCommerce and digital services, Sufi Khan Sulaiman discusses the techniques his company has used to sell its products online and through retailers at the same time. Key Takeaways Strategies to minimize channel conflict * Sell different products online from those you sell to retailers; make sure the retailers get new...
Grant Meadows, founder of Optimum Energy Products Ltd., of Calgary, Alberta, discusses his company’s path to steady growth and profitability by creating effective e-commerce sites and automated systems that help them deliver consistent, excellent customer service. Their websites have become so successful that they no longer have any outside sales staff.   Key Takeaways * Invest in technology. It is worth it! By automating the boring tasks you free up staff to spend time on more important...
Frank Online Marketing Show
Dec 14, 2012 Tema Frank
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Mark Evans worked as a business journalist for years before the start-up bug bit him. After trying a couple of start-ups of his own, he now owns Mark Evans Tech and consults to other start-ups. Key Takeaways * You must really, really understand what your business offers that is of value to customers. Until you get that straight, the best marketing in the world won’t work. * Stories are critical to getting buy-in from customers, funders and journalists. * Social media is a big part of how you...
Frank Online Marketing Show
Nov 30, 2012 Tema Frank
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Alina Martin has led Danatec Educational Services through record-breaking growth. While she had to overcome skepticism even from her own sales reps at first, the company’s e-learning business has tripled in the past three years, and the growth shows no signs of slowing. As with Build Direct, in Episode 1, Danatec brought radical disruption to the stodgy classroom-based training world. Key Takeaways *  Ease of use. Their first efforts at online learning were not very successful and they soon...
Frank Online Marketing Show
Nov 23, 2012 Tema Frank
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This week’s show features an interview with Edmonton-based e-mail service provider, Industry Mailout. The company was in the e-mailing business early: this is their 10th year. They’ve got clients large and small in Canada, the U.S. and elsewhere. One thing that has always impressed me about Jon and his staff is their integrity. I’ve worked with them on several client projects, and their customer service and commitment to helping their clients do the right things, the right way, is...